Technical Customer Support Analyst

Springbrook Software; National (MD); Remote; USD 45,000 - 65,000; Full time

Job summary

A leading company in the cloud-based software sector seeks a Technical Customer Support Analyst to join their team. The ideal candidate will provide first and second-level assistance to customers, ensuring smooth implementations and high satisfaction rates while supporting the needs of local governments and public sector organizations. You will thrive in a collaborative environment and enjoy problem-solving to enhance customer experience.

Qualifications

• Experience in troubleshooting software issues including basic networking.
• Strong verbal and written communication skills.
• Ability to handle multiple support requests efficiently.

Responsibilities

• Serve as the first point of contact for customer inquiries.
• Monitor ticket queues to ensure prompt resolution.
• Contribute to knowledge bases and FAQs.

Skills

Troubleshooting

Communication skills

Problem-solving

Customer relations

Education

Bachelor's degree in information systems

2 years equivalent industry experience

Tools

Ticketing systems

Job description

Company Overview

MAGIQ Software delivers cutting-edge cloud-based applications designed to meet the specific requirements of local governments and public sector organisations. Our software offerings include MAGIQ Cloud ERP, MAGIQ Performance for budgeting and reporting, and MAGIQ Documents EDRMs.

Serving over 600 clients across diverse sectors such as Health and Community Services, Local Government, Utilities and Industry, Education, and Not for Profit, MAGIQ Software has established a significant and expanding presence in Australia and New Zealand, with emerging markets in the USA.

MAGIQ Software's team of around 80 seasoned IT professionals is committed to delivering exceptional software and top-notch customer service. Local support and product development are offered through bases located in Australia, New Zealand and the US.

MAQIQ Software is a subsidiary of Springbrook Software.

Role Overview

In our fast-paced environment, you'll be first point of contact for both external customers and internal teams, acting as a trusted advisor and problem solver. As Technical Customer Support Analyst, you'll provide first and second level assistance, expertly handling inquiries across phone and online channels.

You'll also partner with product specialists to tackle everything from data imports to system configurations and testing, ensuring smooth implementations and happy customers.

This is a perfect opportunity for someone who thrives on collaboration, loves picking up new skills, and isn't afraid to roll up their sleeves and get the job done. While industry experience is bonus, we value proactive mindset, willingness to learn, and the drive to deliver outstanding support. If you're ready to grow your career, make an impact, and have fun doing it, we'd love to hear from you.

To ensure overlap in working hours with Australia/New Zealand team, the ability to work standard Pacific Time Zone hours is required

Key Accountabilities/Responsibilities

• Serve as the first point of contact for customer inquiries, offering initial troubleshooting and guidance.
• Escalate complex issues to other departments when necessary.
• Complete tasks or project work when required.
• Deal with customer complaints in a polite and professional manner.
• Inform your manager of all client complaints with 4 hours of receipt.
• Prioritize and respond to customer requests with agreed timelines.
• Monitor ticket queues and workflow to ensure prompt resolution, meeting or exceeding SLA targets.
• Diagnose software or configuration problems using established process and tools.
• Accurately record all customers interactions, solutions and follow-up actions in the ticketing system.
• Always respect and protect customer confidentiality and data security.
  
  

Position Description

• Contribute to internal and customer-facing knowledge bases, FAQs and how-to-guides.
• Provide feedback to product teams regarding common customer issues or feature requests.
• Participate in or conduct training sessions to help users maximise product features.
• Analyse trends in support requests to anticipate future needs and reduce recurring issues.
• Ensure all support activities follow company policies, data protection regulations and relevant industry standards.
  
  

Leadership

• Collaborate with team members to drive innovation and continuous process efficiency improvements.
• Role model MAGIQ's values and demonstrate consistently with all members of MAGIQ's community.
• Advocate for the customer's voice and represent support needs within the broader company initiatives.
  
  

Key Skills And Experience

• Bachelor's degree in information systems or 2 years equivalent industry experience.
• Competence in troubleshooting software issues, including basic networking, database concepts and system configurations.
• Experience using ticketing systems to manage customer cases.
• Strong verbal and written communication skills to explain technical concepts clearly and maintain positive customer relationships.
• Ability to spot patterns or recurring issues that might indicate broader system or training needs.
• Proven ability to handle multiple support requests with varying levels of urgency.
• Ability to set expectations with customers and internal stakeholders regarding response and resolution timelines.
• Openness to refining troubleshooting methods and embracing new support tools or process.
• Track record of delivering solutions that build trust and long-term engagement.
  
  

Measure of Success

Adherence to SLAs

Average response time on tickets Average resolution time < 2 days (excluding bugs and enhancements)

Continuously updating knowledge base with effective information

Escalation time < 1 day

Support ticket > 85% CSAT